Senior VIP Strategy Manager

WW Pragmatic Solutions; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

WW Pragmatic Solutions is seeking a Senior VIP Strategy Manager in Kuala Lumpur to lead the VIP department and direct managers. You will own end-to-end retention and engagement strategies, driving LTV and unifying cross-functional teams to deliver a world-class VIP experience.

You will collaborate with CRM, Product, Marketing, and Customer Experience leaders to refine the VIP user journey, monitor KPIs, and optimize campaign ROI while scaling high-value operations globally.

Qualifications

• 5+ years of experience in CRM, VIP Management, Customer Retention, High-Value Account Management, Luxury Sales, or a related sector.
• Proven track record in driving retention, engagement, and repeat revenue across high-net-worth or high-value customer bases.
• Deep understanding of high-value customer psychology, expectations, and premium service delivery.
• Exceptional communication, negotiation, and cross-functional stakeholder management skills.
• Trilingual Fluency: ENG, CN, BM.

Responsibilities

• Lead and scale a high-performing team of VIP managers and strategy specialists.
• Shape and execute departmental initiatives focused on customer retention, loyalty, and top-line growth.
• Leverage behavioral analytics and customer segmentation to design personalized strategies.
• Partner with CRM, Product, Marketing, and Customer Experience leadership to refine the VIP journey.
• Monitor executive-level metrics and KPIs to optimize campaign ROI and retention.

Skills

CRM systems

VIP management

Customer retention

High-value accounts

Luxury sales

Cross-functional collaboration

Tools

CRM platforms

Job description

We are seeking a Senior VIP Strategy Manager to lead our VIP department, direct people managers, and scale our high-value customer operations. In this role, you will hold complete ownership of our end-to-end retention and engagement strategies, driving long-term customer lifetime value ($LTV$) and unifying cross-functional teams to deliver a world-class VIP experience.

Key Responsibilities

Team Leadership & Development: Coach, guide, and scale a high-performing team of VIP managers and strategy specialists.

Strategic Growth & Retention: Shape and execute overarching departmental initiatives focused on customer retention, loyalty, and top-line revenue growth.

Advanced VIP Analytics: Leverage behavioral analytics and customer segmentation to design tailored, high-touch personalization strategies.

Cross-Functional Collaboration: Partner closely with CRM, Product, Marketing, and Customer Experience leadership to refine and elevate the VIP user journey.

Performance Optimization: Monitor executive-level metrics and KPIs to continuously optimize campaign ROI and retention benchmarks.

Why Join Us?

Strategic Autonomy: Complete ownership of the VIP department's direction, strategy, and vision.

Executive Impact: Direct visibility with senior leadership and a immediate influence on overall company growth.

Innovation & Influence: Freedom to design bespoke loyalty frameworks and redefine luxury customer care.

Global Footprint: High-impact leadership position within a rapidly expanding international business.

Job Requirements

Must Have:

5+ years of experience in CRM, VIP Management, Customer Retention, High-Value Account Management, Luxury Sales, or a related sector.

Proven track record in driving retention, engagement, and repeat revenue across high-net-worth or high-value customer bases.

Deep understanding of high-value customer psychology, expectations, and premium service delivery.

Exceptional communication, negotiation, and cross-functional stakeholder management skills.

Trilingual Fluency: Professional verbal and written proficiency in ENG, CN, BM

Nice to Have:

Background in online entertainment, luxury retail, premium hospitality, or exclusive membership platforms.

Hands-on experience designing and executing VIP tier structures or high-value loyalty programs.

Proficiency with modern CRM platforms, retention analytics tools, and customer segmentation modeling.

Strong expertise in data-driven campaign optimization and engagement strategies.

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